Canadian firm buys cloud-based support company

A Canadian provider of a broad range of software solutions for organizations has strengthened its customer service offerings by buying a software-as-a-service knowledge management developer. Enghouse Systems Ltd. said Monday it has bought

Published on: September 9th, 2013 Howard Solomon

Strengths, information security, collaboration, quality and more… Hello World!

Hello world! Welcome to my first IT World blog post. So you have an idea of what to expect, the type of sharing being planned for coming posts is to showcase experts and

Published on: September 4th, 2013 Ron Richard

When customer service needs fixing, ask the CIO

When Humana CIO Bruce Goodman added chief service officer to his title in 2002, there were few archetypes for combining executive-level roles in IT and customer service. But that's beginning to change. Today,

Published on: October 6th, 2011 Stephanie Overby

Social media analytics offers untapped potential

LAS VEGAS — Many companies are still struggling to come up with a social media strategy, let alone analyze those conversations and turn them into bottom-line benefit. In a survey of 2,100 companies,

Published on: October 31st, 2010 Vawn Himmelsbach

Austerity yields new appreciation for IT

Next year's technology budgets are mostly flat, and cutting costs remains a top priority, but it's not all gloom and doom for IT.Consider the case of Daniel Chan, CIO at the New York

Published on: September 13th, 2010 Julia King

Help desk key to harmony

If the question “What do you want from me?” screams in your head throughout the day, it might be time to re-assess the relationship you have with the rest of your organization.One of

Published on: January 8th, 2010 Jennifer Kavur

Salesforce.com, Cisco tie-up produces SMB call-centre tech

Salesforce.com and Cisco Systems on Monday announced an offering for small and medium-size companies that integrates Salesforce.com's on-demand, customer-service software with Cisco's unified communications technology.The Customer Interaction Cloud is aimed at businesses with

Published on: October 5th, 2009 Chris Kanaracus

Salesforce.com-Twitter integration could spell privacy fears

Salesforce.com Inc.’s announcement that it will integrate Twitter into its Service Cloud offering may be a great way to ascertain brand reputation, but experts warn of "Big Brother" fears among Twitter users. The

Published on: April 2nd, 2009 Kathleen Lau

Avanade warns against ignoring social media tools

While Canadian companies are fully aware that social media tools can improve customer service and increase sales, such tools continue to remain absent in the business space, suggests a new study commissioned by

Published on: September 7th, 2008 Jennifer Kavur